Who Can Make Refunds

What Payments Can Be Refunded

You can only refund successful or partially returned payment. Refunds apply other restrictions, too. Check whether a payment may be returned in the list of payment methods.

One payment cannot be returned twice. But if you make a partial refund and repeat this refund later by mistake, both refunds will be executed: the necessary and accidental ones (if their sum is less than the whole amount of the payment you make the refund for).

How to Make a Refund

Refund from your payment history

Find the payment you need in the History section (by its transaction number, amount, or user identifier).

If the payment was made successfully (its Credited status is marked with a green tick), you will see an arrow prompting to Make a Refund near its amount. Push this arrow.

If you do not have a phone number linked to your Merchant Profile, we will ask you to link it. You can make it under Management section.

You will see a pop up with the form of application for refund. The transaction number will be filled in automatically. Specify the amount and select refund reason from the list. You can specify full payment amount or any amount less.

Push Confirm: you will see a confirmation page.

Enter password for confirming the refund (you will get it in a text message to your linked phone number) and push Make refund.

That's it. Your request for refund is made.

Wait for a few minutes and then you can check the refund status in the payment list.

In the Refunds and Chargebacks section

If you do not have a phone number linked to your Merchant Profile, we will ask you to link it. You can make it under Management section.

Navigate to Operations, then Refunds. Push Make a request. If you do not have any refunds yet, the request form will be viewed automatically.

In the request form, specify the transaction number (you can find it in your payment list) and select the refund reason. You can specify full payment amount or any amount less. If you want to make several requests, push One more refund.

When everything is filled out, push Confirm: you will see a confirmation page. Enter password for confirming the refund (you will get it in a text message to your linked phone number) and push Make refund.

That's it. Your request for refund is made.

Wait for a few minutes and then you can check the refund status in the payment list.

How to Check Refund Is Complete

Find the payment you need in the History by its transaction number (specified in the request). Its status will change to Refunded or Partially refunded.

Push Operations under the payment to view operations history.

Refunds usually take several seconds. But the list of payments may take time to update: wait for about twenty minutes, then check.

Important! You cannot cancel your request for a refund. If you made a request and the refund is allowed for this payment, money will be returned to the user.

Whether Refund Applies Commission

If the refund is performed on the date of the payment, it is commission-free. If the refund is performed later (after midnight by Moscow time), you will need to pay a standard commission as for a successful transfer.